Create draft topics from a completed miner

After you add a new topics and phrases mining session and the mining completes, click it to review the results. The results show the number of topics that the intent miner derived from the conversation transcripts. For each mined topic, the results display the following metrics:

  • The percentage of total conversations that include the topic
  • The number of conversations that include the topic
  • The number of sentences, comprised of one turn from the agent or the customer, that include the topic
  • The number of segments or phrases within a conversation that include the topic

The following example shows data for the “assign academic counselor” topic:

In this example, intent miner mined 42 topics. The topic “Assign academic counselor” appeared in 16.29% of the total conversations. The topic appeared in 109 conversations, 108 sentences from either the agent or the customer, and the phrase was used 88 times. 

To view the associated phrases, click a topic in the Mined Topics column. You can select the phrase that you want to import to your bot, and then view the list in the Draft Topics column.

In the Phrases area, click Expand to view the draft topics associated with a specific phrase.

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Intent miner topic mining

Note: To clear the draft topics, click the Clear Draft Area icon located next to Draft Topics: In the Reset Draft dialog box, click Reset.

Click the information button next to the intent miner name to view details about the miner.

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Miner details

To choose phrases for each topic that you want to add to the bot, perform these steps:

  1. In the Mined Topics column, click the appropriate topic. The topic’s phrases appear in the middle column.
  2. Select each phrase that you want to add to the bot.
  3. To add the phrases to an existing topic, follow these steps:
    1. Click Select draft topic.
    2. From the list that appears, select the existing topic.
    3. Click Add. The phrases for the selected topic move to the Draft Topics area.
  4. To add the phrases to a new topic, follow these steps:
    1. Click Select draft topic.
    2. Click Add New Draft Topic. The Add New Draft Topic dialog box opens.
    3. Under Draft Topic Name, give the topic a meaningful name.
    4. Click Add. The phrases for the selected topic move to the Draft Topics area.
  5. To merge phrases from another mined topic to the draft topic, repeat steps 1–3 for each mined topic that contains the additional phrases.
  6. Repeat steps 1–5 for each new draft topic that you want to add.
  7. Click Save .

View relevant snippets from transcripts

To view the snippet of the transcript in which the phrase exists, select Relevant snippets from transcripts. Intent miner captures each time that a phrase appears in a transcript snippet, so if a phrase appears more than once, it appears in numerical order.

Note: The intent miner masks personally identifiable data (PII).

Export the draft topic

You can export draft mined topics into CSV format. After you download the draft topics, you can import them into a third-party bot. From the intent miner Export list, choose CSV. When you export, the .csv file includes topics and phrases in two columns.

Edit the draft topic

  1. Under Draft Topics, click to expand each topic. 
  2. To modify the topic’s phrases and also details such as phrases, programs, strictness, dialect, and participants in the Topics page, click Edit in Topic Manager. The Quality Admin > Topics > Topic Editor page opens.
  3. To modify the draft topic name, click Edit

Delete a topic or topic phrases

  1. To remove the entire draft topic, click Delete .
  2. To remove any phrases from the draft topic, click Delete .
  3. To save changes to the Draft Topics section, click Save .